How do I know that DV has been activated

[jennysue19]

I have had a letter and an email saying I am going to be switched to DV. How will I know it has happened? I urgrntly need this information.

No new router has arrived. I am totally dependent on my landline because my mobile is broken right now. I have an alert device that is provided by the retirement flat company where I live but they have not been helpful to guarantee our alerts will work when needed. 

I've no idea whether my current router will still work after switchover or whether any new router can be connected before the switchover has actually happened,

I came to the website looking for help but there is nothing, I just go round in circles trying to find a customer service email address. I am now panicking because if I also lose my ability to use the internet, I will have no way of contacting anyone outside of the hours that our manager is on duty. I am 73 and have multiple health issues,

BT should be ashamed that they are not supporting vulnerable customers adequately.

[jac_95]

Hi jennysue19,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

[Keith_Beddoe]

@jennysue19 

You will receive a new BT Smart Hub 2 which has a phone socket on it, so you can plug in your phone there. This is affecting all providers, not just BT.

Have you registered with BT?

https://www.bt.com/help/here-for-you

[jennysue19]

You didn't read my message properly.

How do I know I will get my router before switchover?

How do I know exactly when switchover will happen?  Day and time?

Will my current router still work? 

Information FAQ totally inadequate.

[licquorice]

It clearly states in the FAQ that the Smart Hub2 is a requirement for Digital Voice, hence answers your question regarding current router.

BT will not know exactly when you are being switched to DV but your analogue line will continue to work until you have received your Smart Hub2 and connected it.

[Keith_Beddoe]

You will get the new home hub in plenty of time. Its quite normal to be given plenty of advance warning, its been reported on this forum, that it can be weeks before anything happens, there is no specific date or time given.

The existing phone socket will continue to work until the DV service is fully activated on the new home hub, this process is automatic.

[chrisjp]

It's also normal for BT to send an email to you when the new Smarthub 2 is despatched.
Once received you should connect it up and use it immediately - it'll work perfectly well before you're migrated to DV.
When DV migration takes place, your analogue phone line will go dead (no dialing tone) and at that point unplug your phone from the wall socket and plug it into the green socket at the back of the SH2.
You'll probably then get an "interrupted" dial tone - this tells you that there is a voicemail message waiting for you - which is from BT welcoming you to DV! Just key 1571 to hear this message and delete it - then your dial tone will revert to normal continuous tone

[jennysue19]

Thanks - that's really helpful.